Angry Customers

15
РАБОТА СЪС СЛОЖНИ КЛИЕНТИ

description

How to deal with difficult customers

Transcript of Angry Customers

Page 1: Angry Customers

РАБОТА СЪС СЛОЖНИ КЛИЕНТИ

Page 2: Angry Customers

Попадате ли понякога на разгневени клиенти?

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Случва ли се да им позволите да Ви извадят от равновесие?

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Искате ли да имате готово решение за такива случаи?

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Слушане

Емпатия

Готовност

Аспирация

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Слушайте за същността на проблема.

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Проявете разбиране.

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Покажете готовност да им помогнете.

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Направете всичко възможно и им го кажете.

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Как се почувствахте?

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Слушане

Емпатия

Готовност

Аспирация

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Когато имаме готов модел можем да го адаптираме към всяка ситуация.

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Когато владеем ситуацията, можем да се разберем с всеки.

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Когато се разберем, разгневените клиенти остават доволни клиенти.

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РАБОТА СЪС СЛОЖНИ КЛИЕНТИ

БЛАГОДАРЯ ЗА ВНИМАНИЕТО!


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